Cancellation & Refund Policy

This policy applies to all bookings made through the Shate2 app. Refund amounts are calculated from the total booking value and depend on when you cancel relative to your booking (check-in) date. The same wording is shown inside the app before you confirm any booking.

Cancellation rules

How to request a refund

1. Open your booking in the Shate2 app and tap "Request refund".
2. Confirm the request. Your refund request is then submitted for review.
3. Our team reviews the request and notifies you of the result in the app.
4. If approved, the booking is cancelled and the refundable amount is returned to you via your original payment method.

Additional notes

• Refund timing after approval depends on your bank or payment provider; transfers typically arrive within 5–14 business days.
• Bookings automatically cancelled because the host did not respond in time, or because the payment window expired, are fully refunded when a payment was made.
• If a host cancels a confirmed booking, you receive a full refund regardless of timing.
• Coupon discounts are not refunded as cash; the refund is calculated on the amount actually paid.